With over 9 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products. When we hire people for our team, we specifically test for the following traits in addition to our cultural values: Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility. Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity. Self-Management: We look for individuals who can independently manage their work, career, and professional development.

About the Position

Introduction

Bitso, the leading cryptocurrency platform in Latin America, is seeking a Bilingual Technical Customer Support Analyst to join our remote team. This role is crucial for bridging the gap between our top business users and the underlying technology, ensuring seamless navigation through blockchain, cross-border payments, and local fiat transactions. You will play a vital role in maintaining user trust and driving product adoption within a dynamic digital asset ecosystem.

Responsibilities

Provide technical customer support efficiently via email, phone, and live chat using Zendesk.
Support developers and business partners with API configurations, debugging, and platform integrations.
Troubleshoot complex issues related to crypto wallet integrations, deposit, and withdrawal processes.
Analyze RESTful API components, including authentication, rate limits, webhooks, and transaction creation.
Perform transaction reconciliation and generate comprehensive reports for businesses facing transaction issues.
Investigate logs and error traces to identify root causes of failed transactions or data discrepancies.
Collaborate with product and engineering teams, escalating complex technical issues with detailed context.
Document known issues and contribute to our internal and external knowledge base.
Monitor support trends to suggest proactive improvements for tools and documentation.
Educate users on security best practices, including 2FA and private key management.
Translate complex blockchain and technical concepts into clear, empathetic, and understandable guidance.

Requirements

Languages: Full professional fluency in both English and Spanish (written and spoken) is required.
Technical Skills: Strong troubleshooting abilities with web-based and distributed systems, RESTful APIs (JSON/XML), and core blockchain concepts such as wallets, transactions, and gas fees.
Tools: Proficient with Zendesk, Postman, curl, and browser developer tools. Familiarity with Jira is preferred.
Programming: Basic scripting or programming skills in Python, JavaScript, or an equivalent language.
Experience: Prior experience in client-facing technical support, preferably within SaaS, fintech, or crypto exchange environments. Demonstrated experience with transaction reconciliation and analyzing logs or error traces is essential.
Availability: Ability to work according to one of the following time zones:
- 9 am - 6 pm or 11 am - 8 pm MEX
- 10 am - 7 pm or 12 pm - 9 pm COL
- 12 pm - 9 pm or 2 pm - 11 pm ARG/BRA
Education: A background in Computer Science, Engineering, or equivalent practical experience is preferred.

Nice to Have

Passion for cryptocurrency and blockchain technology.
Experience working in a remote-first international team.

Benefits

Me Time Program: Unlimited paid time off.
Remote-First Work Environment: Work from anywhere in Latin America.
Employee Stock Option Program: Participate in Bitso's success.
Zero Trading Fees: Through our Bitso Alpha app.
Extended Family Leave Policy: 4-month leave for all birthing parents, non-birthing parents, and adopting parents.
Premium Insurances: Health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.
Opportunity to be at the forefront of crypto innovation and contribute to the next generation of crypto-powered products.

About Company

Bitso is the leading cryptocurrency platform in Latin America, serving over 9 million users. We are dedicated to developing the cryptocurrency ecosystem in the region and fostering financial inclusion. Our mission is to make crypto useful by providing safe and intuitive financial products. We value individuals who are mission-driven, possess a high sense of urgency, demonstrate exceptional hard skills, and are proficient in self-management. We embrace diversity and encourage applications from all qualified candidates, even if you don't meet every single requirement.

How to Apply

If you are excited by this opportunity and believe your unique strengths align with our mission, we encourage you to apply. Please submit your application through the provided link.